This TMI tool--"A Complaint is a Gift"--is first and foremost a practical tool for customer service staff whoo deal with customers and their complaints.
The tool also provides a source of reference material and concrete advice to employees responsible for developing an organisation’s complaints policy and subsequent complaints procedures.
Furthermore, it is a useful tool for everyone to benefit from criticism as ameans for developing their personal quality. It also shows how to maintain and develop good relationships with those people who complain. (text from the publisher)